Sunday, 6 May 2018

Which famous business brands do you use daily & give you happy moments? Top names come to our mind are Apple, Disney, Coca-Cola, McDonald's, Cadburys which are occupying most part of our lives.

Company’s brand is the summation of all the experiences and interactions business has with their customers. In the digital era, there will be even more brands to choose from. Perceptions of the brand are based on the simple user experiences. and to stay relevant, it needs to be managed very effectively.

Today’s digital consumers do not have the brand affinity. They switch from app to app and from brand to brand when it is convenient. They have endless options at the click of a button, which makes it easy to switch when they are unsatisfied with a brand.

Customers want quick, easy access to information across channels without needing to enter conversations with product sellers before they are ready. At the same time, they also expect businesses to personalize their experiences with the first interaction and to be available the moment they are ready to learn more or buy.

As a result, many brands struggle to keep a competitive advantage. They have to re-think their strategies for attracting and retaining customers. More than ever before, brands are turning to the power of digital technologies like Analytics in an effort to attract, engage and retain customers.

For CMOs it is important to bring the power of human relationships back into the entire brand experience that will create more lasting loyalty. They need to look beyond optimizing lead generation to nurturing relationships throughout the entire customer lifecycle, from creating awareness through acquisition, service, and recommendation

The success of digital transformation depends on the CMO-CIO partnership. Today CMOs need the support of the CIO to connect internal systems that translate into customer experience and brand performance.

It is extremely important to leverage digital technologies and bring your brand to the minds of prospects and deliver seamless and meaningful experiences for current customers is extremely important.

Brands need to embrace mobile-first as a strategy not only for customers but also for staff and partners. Consumers use mobile as a key tool for research, so having relevant and the easy-to-access information is essential. Several brands are using emerging technologies like chatbots, AR/VR to make customer experience a memorable one.

We know the top global brands like Amazon, Apple, Samsung, Coca-Cola, Disney, Nike & BMW for the experience they give when we interact with them.

Ikea uses an Augmented Reality app that works like a virtual interior designer and allows customers to visualize 3D versions of its furniture in their homes.

Zappos created a brand by focusing on what customer wants and is considered the gold standard for online customer care.

Louis Vuitton was one of the first luxury brands to develop an active presence on Snapchat.

Gucci & Burberry have exploited digital to reach their customers wherever they are.

Tuesday, 17 April 2018

Today every company is acting on the
digital transformation or at least talking about digital transformation. While
it is important to drive it by analyzing customer behavior, it is extremely
important to understand who from your organization is acting upon it – your
employees.

Hence knowing your employees first and
then go to explore the outer world of customers, is best strategy for digital
transformation.

HR plays an important role in knowing
the employees. As the volume of data available to HR has increased
exponentially over the few years. The data on recruitment, onboarding, employee
personal data, their training, performance and attrition data can give
tremendous insights to organization.

HR analytics is focused on making the
most of the vast amounts of HR data, organizations have gathered as
mentioned above.

Collecting employee sentiments, while
they are in office is good way of improving their life. Happy employees go an
extra mile to make your customers happy.

Sunday, 1 April 2018

Digital transformation for business is no longer optional but is on the top of the minds of most of the CEOs. From global companies to local Mom & Pop stores, everyone is gearing up to enter on this digital bandwagon. As digital is bringing all the latest technologies into the game, keeping the human relationship is equally important to interact with customers.

In the end, Digital Transformation is for people. Social media is such an integral part of our everyday lives today, that we share our thoughts, pictures, videos with our family and friends.

Today most of the businesses are using Social Media to their advantage for this human relationship. They know the significance of social media platforms such as Twitter, Facebook, LinkedIn, YouTube, Instagram, WhatsApp and Google+ in reaching prospects, customers, and partners.

More than 3 billion people are now online, and they are spending more time there than watching TV. They are making and watching videos about products they like and tweeting enthusiastically about customer service they do not like.

Social media can help build a vibrant brand, allow global reach & create and maintain better relationships with customers. Research says that Twitter is the most powerful communication tool, which shows real-time updates about what world is saying.

Here are top benefits of Social Media:

Search Engine Optimization: When someone searches for your business on Google, the social profiles are likely to be amongst the top results. For instance, when you search for Ferrari, their Twitter profile appears as the 2nd listing. In addition, the Ferrari’s other social media profiles are displayed on the right-hand side of the page.

Customer Service: Today, we see many people turn to social media to vent their frustrations with organizations. Consumers ask questions, provide feedback on a brand’s customer support team or seek assistance. Many big companies have recognized this, and have dedicated social media customer service agents employed to actively engage on platforms such as Twitter and Facebook.

Brand Recognition:Using social media also helps to boost the business visibility with both current and potential customers. It gives you the perfect platform to share your brand's voice with your audience and spread the word about your products, services, offers and more. Burberry used social media to directly stream their fashion shows, which generated millions of dollars for them in new customers.

Business Insights: The best way to listen to your brand mentions in social media. It shows what your customers are saying about your competitors and discovering your competitive advantages in the process. With Big Data, businesses learn about customers, their demographics, interests, preferences, etc. Using further helps marketing to improve the relevancy of messaging and build targeted campaigns.

One positive impact of social media is in the distribution of information in today’s world. If you don’t have a dedicated social media team, create one. If you do have one already, then make it even more efficient. If people are the soul of digital transformation, then social media is the heart.